If you could change one thing about travel, what would it be? At Amadeus, you can make that happen!

Travel makes the world a better place and we are fully dedicated to improving it and making it even more rewarding. We are one of the world’s top 15 software companies: we provide technology solutions and services within the travel industry.

Do you have ideas on how to improve travel for everyone? Do you find the idea of working in a diverse, multicultural environment exciting? Are you ready to make an impact across the world? Great, then join us! Let’s shape the future of travel together. #shapethefutureoftravel

Summary of the role

• Ensure customer satisfaction

• Be the onsite single point of contact for the customer

• Focus all teams on key customer priorities

• Reduce billing disputes and time to bill

• Enforce existing processes for effectiveness

• Reduce incident backlog to increase focus on critical customer issues

• Receive customer requests (phone, email, chat) and initiate appropriate action

• Provide incident resolution and value added technical contribution

• Monitor all Customer incidents and escalate/update as needed

• Monitor accuracy and content of incidents/CRQs

• Maintain consolidated incident priority lists to assist SUS/Development/Product

• Revise all ISR/RCA reports for customer appropriate details prior to delivery

• Review progress on customer RCA report action items and deliver customer updates

• Facilitate customer outage communication

• Consolidate and publish Navitaire customer metrics (Outage, SLA, Backlog)

• Publish weekly status reports

• Review Navitaire billing data and correct as needed

• Deliver monthly customer performance presentations

Main Responsibilities

• Coordinate all Navitaire customer deliverables and communication

• Define and drive Navitaire process and delivery improvements to improve customer satisfaction

• Receive customer requests (phone, email, chat) and initiate appropriate action

• Provide incident resolution and value added technical contribution

• Monitor all customer incidents and escalate or update as needed

• Monitor accuracy and content of incidents/change requests

• Maintain consolidated incident priority lists for customer issues to assist

• Support/IT/Development/Product

• Facilitate customer outage, sale, upgrade communication

• Revise all ISR/RCA disruption reports for customer appropriate details prior to delivery

• Review progress on Root Cause report action items and deliver updates to the customer on improvement

• Consolidate and publish Navitaire performance metrics (outage, SLA, open INC)

The ideal candidate would look like following:

• 5-7 years of direct customer application support experience.  Application troubleshooting experience is more important than IT background.

• Direct customer involvement.  Experience managing issues, small projects, producing and evaluating metrics, working across all levels of management

• Independent worker with a track record of career growth, accomplishment and promotion

• Airline experience very desirable

• Excellent verbal and written communication skills

Requirements

• Communication skills – Ability to articulate issues, actions, and solutions between airline and Navitaire

• Problem solving – Solid multi-tasking and problem resolution abilities

• Relationship skills – Ability to navigate and facilitate communication across all levels of management

• Work ethic – Ability to manage own time effectively, quick learner with desire to learn new tools and techniques

• Technical skills – Experience qualifying, troubleshooting, and resolving technical problems in a multi-server environment

• Project management – Experience organizing, prioritizing, and facilitating complex work plans

• Airline experience – Good understanding of airline business processes and priorities

Education

• Bachelor’s Degree preferably in IT/Engineering or equivalent work experience

• Basic competency working in a client server environment

• Windows Server Administration experience preferred.

• Microsoft SQL Server or equivalent database experience required, specifically the ability to query and

• research data in a relational database model

• Solid multi-tasking and problem resolution abilities

• Strong verbal and written communication, customer service, account management and negotiation skills,

• with the ability to interface with a diverse set of clients

• Ability to effectively and efficiently instruct and guide customers onsite, online and via telephone

• Ability to manage own time effectively is a requirement for success

• Quick learner with desire to learn new tools and techniques

General Skills

• Problem Solving & Escalation Management

• Problem Management

• Technology Troubleshooting

• Continuous Improvement

• Cost Management

• Operational Excellence

• Operations Management

• Project Management

• Resource Management

• Accenture Delivery Methods

• Accenture Delivery Tools

• Deploy Solution

• Service Excellence

• Computer Incident Management Response

• SharePoint

• IIS

• Windows 2008

Our diversity commitment: equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.

The posting of vacancies and the treatment of applications are, in each Amadeus location, subject to national law and possible collective agreements with local staff representation. Internal Mobility policies vary from office to office, please check with your local HR representative the requirements and policy in place. E.g. a minimum time on position or Line Manager approval may be requested.